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The 2019 Programme


08.30 - 09.05

REGISTRATION AND NETWORKING

09.05 - 09.15

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Chair's welcome and opening comments
Darren Williams, Retail Customer Expert, ex Hotel Chocolat and T2

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09.15 - 09.45

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RETAILER KEYNOTE FIRESIDE CHAT: Engagement from workforce to customer - how to build a customer-centric culture in your organisation
Everyone owns the customer experience - marketing owns the channels to market and the ability to keep the tone consistent in those channels. PR owns the media channels and is in charge of keeping the message consistent. Customer care owns the front line with the customer and can keep the experience consistent. In this session, Jo from the ICS will interview a leading retailer on this topic.

  • Hiring the right people into their senior CX director roles - should they be the ones setting the strategy for CX, digital transformation, customer centricity?
  • How to tackle internal barriers that still exist and convince those holding the purse-strings that “return on investment''
  • A highly-engaged workforce = highly-engaged interactions with customers
  • Developing a deep understanding of the entire value proposition it exchanges with your customers

Jo Causon, CEO, Institute of Customer Services
Jo Moran, Head of Customer Services, Marks & Spencer

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09.45 – 10.10

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RETAIL CASE STUDY: Engaging employees to drive innovation and improvements
The session will explore the important link between consumer engagement and employee engagement and how having a more diverse, talented group of people needs to reflect your customer base.

  • Connecting candidate, employee and customer experience through a strong culture
  • Maintaining engagement in tough circumstances
  • Empowering your staff to give their best
  • Are you maximising the value of your employees?
  • What are the main drivers for developing your employee experience strategy?
  • The processes of the employee journey - from candidate selection to farewell; is your workforce succeeding

Charles Henri Duclos, Digital & Store Concept Coordinator, Decathlon

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10.10 - 10.45

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EXPERT RETAIL OPINION: Winning on mobile - reach consumers wherever they are

1.Customer experiences - one step, one second
Advancements in mobile and machine learning continue to drive consumer expectations ever higher - brands need to win customers on mobile with faster, more relevant and assistive experiences. Google will take the stage to share key trends shaping the future of mobile experiences and demonstrate how you can use the latest technologies to transform the consumer experience.

Rupert Whitehead, Strategic Partnerships Manager, Google

2. Business messaging - interact with consumers where they are
As consumers, we have switched many of our conversations with friends and family away from phone calls to messaging. However, when we want to contact a business, we're often required to call, download an app, or register on a website. Many interactions between consumers and businesses will likely become asynchronous messaging conversations. Join a Google expert to learn why messaging is the future of customer service, commerce, and marketing.

Tim Atkinson, Business Development Manager - Communications Products & Services EMEA, Google

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10.45 - 11.05

NETWORKING COFFEE BREAK

11.05 - 11.30

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EXPERT OPINION: Aligning with shoppers in a world of constant change
Drawing on exclusive shopper research and interviews with leading global retailers, Bryan will highlight the opportunities to better connect with shoppers through the realignment of retail strategies. How can retailers' best intersect with shopper expectations?

  • Being good by doing good - the reputational and commercial benefits of CSR programmes
  • The wellness opportunity - how to facilitate a healthier shopper base
  • Responsible sourcing - the quest for authenticity, localness and provenance 
  • Creating meaningful loyalty - building an emotional connection with your best customers 

Bryan Roberts, Global Insight Director, TCC Global

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11.30 - 12.15

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RETAILER PANEL DEBATE: Personalising the customer experience - today's buyers want personalised interaction
Delivering the right, tailored message, to the right group of people, at the right time.

  • Creating super-audiences via personalisation - better communication with your customers
  • Personalise the shopping experience - more contact with consumers across channels to create a more seamless process
  • How do brands offer personalisation on different channels to engage the customer
  • Delivering fast, easy, personalised and intuitive self-service as customer expectations change
  • Deliver a personalised customer experience in an omnichannel environment
  • What are brands doing to leverage mobile as the most influential – and personal – touchpoint for reaching consumers and satisfying expectations?

Aaron Chatterley, Founder & Deputy Chairman, Feelunique.com
Alexandra Simion, Head of Marketing, Brand Alley
Carol Savage, Customer & Growth Director, Look Fabulous Forever
Alan Holcroft, Sales Director - Northern Europe, Cegid

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12.15 - 12.40

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RETAIL CASE STUDY: Using social media channels as part of your engagement strategy

  • Using social media channels to communicate your brand values - showcasing products authentically in an age where customers don't want to be “sold at” 
  • Tailoring engagement to a split audience - when your brand needs to appeal to both parents and children
  • Using social media to connect with your audience and inspire loyalty  
  • How to refine your social strategy to help meet customer expectations
  • Understanding the role of influencers in connecting your brand with your target audience - how to manage this innovatively and cost effectively 

Katie Gritt, Social Media, Content & PR Manager, The Entertainer

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12.40 - 13.35

LUNCH & NETWORKING

13.35 - 14.00

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RETAIL EXPERT OPINION : Using agile customer feedback effectively

 
Gary Topiol, CEO, Maru Matchbox UK

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14.00 - 14.40

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BITE SIZE FIRE SIDE CHATS: THE LOYALTY CHALLENGE
1: First rule of loyalty - don't talk about loyalty
There is something fundamentally wrong with almost all retail loyalty schemes; they are often just an additional discount scheme that doesn't drive true loyalty to the brand, only loyalty to discounts. This session looks at what happens when we don't talk about loyalty. 

Lee Woodward, former Global Chief Experience Officer (CXO), Crabtree & Evelyn

2. The loyalty recipe for success
Honest Burgers recipe for loyalty has three essential ingredients - best quality food at a fair price, that's well served.

Meg Ellis, Commercial & Marketing Director, Honest Burgers

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14.40 - 15.00

NETWORKING COFFEE BREAK

15.00 - 15.40

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RETAILER PANEL DEBATE: The value of customer insight - understanding the customer-centric retail universe
How can retailers' best get departments and teams to engage with customer insights and embed the customer at the heart the organisation?

  • How can insight successfully drive improvements in customer experience?
  • How the changing behaviour of our customers is forcing organisations to transform their engagement strategies
  • Customer engagement and conversion
  • Making the brand experience meaningful and the exchange valuable
  • Using strategic partnerships to engage customers
  • How can retail improve their digital CX in terms of customer care

Jim Warren, Director of Marketing, Bloom & Wild
Kirsten Pottinger, Head of Global Partnerships & Wholesale, Fatface
Laura Harborne, Head of Customer, The Works Stores
Chris Venus, VP Professional Services, Conversocial

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15.40 - 16.05

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RETAIL CASE STUDY: Spotlight on what retailers can learn from charity retailers to drive engagement

Innovative tech and access to real-time rich data are the key to driving customer engagement across all channels. Charity retailer Barnardo’s saw an astonishing increase in sales figures for the four weeks leading up to Christmas 2018. What are they doing that high-street retailers can learn from?

  • Engaging staff and empowering them with data, driving them to deliver higher levels of customer engagement
  • Creating equilibrium between the top-down and store-level up approach
  • Understanding the customer and their needs to keep them coming back
  • Tech innovations providing stock flexibility to drive loyalty, income and engagement

David Longmore, Deputy Director Retail Sales Operations - Retail & Trading, Barnardo’s
Ian Tomlinson, CEO and Founder, Cybertill Ltd

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16.05 - 16.30

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RETAIL CASE STUDY: What happens when customer first design takes a backseat?
When leadership make far reaching decisions, they might have a sense of what happens, how to combat it and most importantly, how to communicate it out to a business that isn't web savvy. In this session, you will gain unique insight into what has been going on behind the scenes of John Lewis's website.

  • What challenges were faced when high level strategic decisions were made about the website?
  • What is customer first design starting to look like?

Steve Kato-Spyrou, UX Manager, John Lewis

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16.30 - 16.35

Chair's summary and closing remarks

Venue & Contact


VENUE
Cavendish Conference Centre, London W1

0207 637 5526 or 0207 631 2055

CONTACT
For retail speaker opportunities:

Claire Knott
E: claire.knott@theretailbulletin.com

For sponsorship and non retailer speaker opportunities:

Karen Howard
T: 01276 489626 M:07725414385
E: karen.howard@theretailbulletin.com

Meet Our 2019 Partners


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